CUSTOMER STRATEGY
We believe the best strategies comprise of three components of activity:
Articulation – taking all the data and inputs, defining the vision and developing the strategic priorities and plan for the business.
Alignment – gaining critical stakeholder buy-in to the plan, agreeing governance and accountabilities, as well as reprioritising existing work-streams.
Activation – mobilising all areas of the business around the plan and building a robust tracking framework for checking progress. The vision as culture.
We can build your strategy and, crucially, take it off the page to be a roadmap to your success.
CUSTOMER STRATEGY/ Where we can help and support:
01/
Setting Vision, Values + Purpose
Defining your ‘true north’, a compelling narrative for the business and the role you want to play in your customers’ lives
02/
Understanding The Landscape
A review of the influences on your business – political/economic, social, market, competitor – determining what matters most for your plan
03/
Determining The Right Data/Inputs
Reviewing existing data touch-points you need to gain insight, track performance and focus minds, as well as determining additional research or analytics gaps
04/
'Getting To Know Your Customer'
How to create compelling, data-rich tools and guides to help bring your customer and their worlds to life for your teams
05/
Plan Development
Defining your key challenges, the strategic imperatives to address – where you play, how you win - and the tactics you need to action the plan, set out in a clear roadmap, with KPIs
06/
Leadership Alignment
Mapping perspectives, alignment and buy-in to the plan across your senior team; determining roles and ownership as well as required governance framework
07/
Reassess + Calibrate
Using the lens of the plan to review existing project activity and aligning/amending accordingly to ensure all pointing in same direction
08/
Mobilising The Organisation
Methods for delivering a ‘call to action’ across the business; including cascade tools and dashboard tracking